Purchase disputes – know when you can make a chargeback claim

Have you bought something that isn’t as described? Has the retailer refused to give you a refund? If you paid with your Visa debit, credit or pre-paid card, you could get your money back.

What is a purchase dispute?

If you’re let down by a purchase, your day could be ruined or your travel plans derailed. But when you pay with Visa, you could dispute the payment. This is often referred to as a Chargeback.

Perhaps you’ve ordered clothes that weren't as described. Or you booked a flight but the airline folded. You might have bought someone a gift for a special day, but it arrives too late - or not at all!

In some cases, the dispute is simply because the seller charged the wrong amount or charged twice by mistake.

When things go wrong, the first thing to do is contact the seller and see if they can resolve the issue for you. If the business has folded, or they aren’t willing to help, you might be able to make a chargeback claim.

In the case of tour operators, there is also an industry insurance scheme, the Air Travel Organiser's Licence (ATOL) which could also help get your money back.

Could you get your money back?

If you’ve paid with a Visa credit, debit or pre-paid card and your purchase has gone wrong, you may be entitled to ask for a refund. Your first step should always be to contact the seller. If you are unable to resolve the situation to your satisfaction, your card provider may still be able to help you.

Through a chargeback, your bank can try to get your money back from the seller on your behalf. It isn’t a legal right, but your bank is committed to helping you, and will treat any claim fairly.

You can do this if you paid by credit, debit or pre-paid card and:

• your order didn’t arrive or the service was not provided

• your order is faulty or doesn’t match the description

• the seller has gone out of business

You’ll find more information about what to do next below.

: Chargeback lets you ask your card provider to refund a payment on your credit card when a purchase has gone wrong. You should always contact the seller first, as you cannot start a chargeback claim unless you have done this.

Chargeback is particularly useful where the payment on your credit card was under £100.

For all credit card transactions over £100, you also have rights under Section 75 of the Consumer Credit Act.

There are time limits for making chargeback claims. These depend on your card provider, so it’s best to contact them to get the details you need. Your card provider will also tell you what evidence you may need to provide to support your chargeback claim.

Contact your card provider to make a claim

Contact your card provider to discuss your situation. A good place to start is to visit your card provider’s website and look for details on ‘disputed transactions’ or ‘chargeback claims’. If you can't find it, get in touch with your card provider and tell them you want to use the 'chargeback scheme'. Chargeback is not legal right, and a refund is not guaranteed, but there are a set of rules in place that participating card providers follow.

How long will it take?

There is no standard timeframe to resolve a chargeback claim, but if you’re not happy with how long it’s taking or the outcome of your claim, speak to your card provider.
: You need to contact your credit card provider and tell them you want to make a claim to get your money back. Your card provider will decide the best route for your claim - either chargeback or Section 75, and this will depend on the details of your claim.

Section 75 is part of the Consumer Credit Act 1974 and gives you extra protection that goes beyond chargeback. This protection covers the whole cost of an item or service even if you have only paid the deposit on your credit card. It may also cover additional reasonable expenses. More information about chargebacks and Section 75 is available on the UK Finance website.

Contact your card provider to make a claim

To make a claim, visit your card provider’s website and look for details on ‘Section 75 claims’ or ‘payment disputes’. If you can't find it, get in touch with your card provider.

How long will it take?

There is no standard timeframe to resolve a chargeback or Section 75 claim, but if you’re not happy with how long it’s taking or the outcome of your claim, speak to your card provider.

What if my claim is refused?

If your claim is refused and you don’t get your money back, contact your card provider as they may be able to give you more details about why this has happened. If you’re not satisfied with this, you may be able to refer your dispute to the Financial Ombudsman Service (FOS).
: If you paid using a Visa debit or pre-paid card
The chargeback process lets you ask your bank to refund a payment on your debit card when a purchase has gone wrong. You should contact the seller first, as you cannot start a chargeback claim unless you have done this. Then, if you can’t resolve the issue, get in touch with your bank.

There are time limits for making chargeback claims. These depend on your card provider, so it’s best to contact them to get the details you need. Your card provider will also tell you what evidence you may need to provide to support your chargeback claim.

Contact your bank to make a claim

Contact your bank to discuss your situation. A good place to start is to visit their website and look for details on ‘disputed transactions’ or ‘chargeback claims’. If you can't find it, get in touch with your card provider and tell them you want to use the 'chargeback scheme'. Chargeback is not legal right, and a refund is not guaranteed, but there are a set of rules in place that participating card providers follow.

How long will it take?

There is no standard timeframe to resolve a chargeback or Section 75 claim, but if you’re not happy with how long it’s taking or the outcome of your claim, speak to your card provider.

What if my claim is refused?

If your claim is refused and you don’t get your money back, contact your card provider as they may be able to give you more details about why this has happened. If you’re not satisfied with this, you may be able to refer your dispute to the Financial Ombudsman Service (FOS).
: If you paid using a digital wallet

If your Visa card purchase was made using a digital wallet where the payment was made with a linked card, chargeback and Section 75 claims work in the same way as if you paid directly with your card.

If you paid with a linked Visa credit card, see the ‘I paid with a credit card’ section. If you paid with a linked debit or pre-paid card, please see the ‘I paid with a debit or pre-paid card’ section.

If you paid with your digital wallet’s credit balance

As a first step, it’s best to contact your card provider if you’ve paid with your digital wallet’s credit balance.

What to do if someone has used your card

If you spot suspicious payments on your card, report them immediately to your bank. If your card has been used fraudulently, you could be protected by Visa’s Zero Liability Policy. This means you could get your money back.

Understand how you’re protected

If you paid with a Visa debit, credit or pre-paid card, a chargeback is an option. If you need to make a chargeback claim, make sure you do it within 120 days of purchase.

If you’ve paid with a credit card, you could also be covered by Section 75 of the Consumer Credit Act 1974.

There’s also the Consumer Rights Act that came into effect in 2015, which made consumer rights easier to understand.

If you spot a payment from your account that wasn’t you and suspect you’ve been a victim of fraud, don’t panic. You’re covered by Visa's Zero Liability Policy.

Purchase dispute advice: answers to your frequently asked questions

: For all disputes concerning payments with a debit, credit or pre-paid card, you should contact the seller first. It may be a simple mistake that they’re happy to correct for you. If it relates to fraudulent use of your card, you are protected by our Zero Liability Policy.

If you can’t get a refund from the seller, you should make a chargeback claim within 120 days of purchase. Your claim will be easier to resolve if you can provide invoices or receipts, along with card statements to show the error. Bear in mind—if you have already received a refund from the seller, you cannot make a chargeback claim.
: When you make a chargeback claim, your bank will request a refund from the seller. There is no guarantee, however, that the seller will agree to the request or that your bank will be able to recover the money.
With a refund, however, the seller accepts responsibility for refunding you directly, without the need to claim through your bank. You should always request a refund from the seller first before making a chargeback claim.
: You usually have up to 120 days after the purchase to make a chargeback claim, but you should not start a claim unless you have tried to get a refund directly from the seller.
If you’re not satisfied with the seller’s response, make a chargeback claim as soon as possible, particularly if you suspect that the retailer has gone, or is likely to go, out of business. If they do, your claim will still be addressed, although there’s no guarantee that you’ll get a refund.
: There is no set limit for a chargeback, but the amount you claim cannot be more than the value of the purchase. In other words, you can’t claim interest or penalties through chargeback. If the seller has already refunded some of your money, you can only make a chargeback claim for the outstanding amount.
: There are many cases where you can make a claim for a credit card refund under Section 75, even if you agreed to the purchase. For example, the goods or services you received didn’t meet the standards promised by the seller. Or the company that you purchased from went out of business, breaking their contract with you. If you find yourself in this type of situation, contact your card provider about your claim, so they can request a refund from the seller’s bank.
: If you have already received a full refund directly from the seller, you cannot make any further chargeback or Section 75 claims. However, if you paid on a credit card and then had to spend extra money because of the disputed payment, you can make a Section 75 claim to get this extra money back. For example, you might have to buy replacement tickets to get home if you had used a credit card to buy tickets from an airline that went out of business.
For chargeback claims, if you’ve received a partial refund, you can only make a claim for the amount remaining.
: The more evidence you can provide for your chargeback claim, in the form of receipts, correspondence and invoices, the stronger your claim will be. Remember, that there is no guarantee the seller will agree to the refund. Initially, you will need the seller’s name, details and the date of the purchase, evidence of the reason for the dispute, and proof that you returned goods that proved to be faulty. Subsequently, your card issuer may request additional evidence, such as invoices, receipts and written correspondence between you and the seller.

If you have lost money due to fraudulent activity on your Visa card, you are protected by Visa’s Zero Liability Policy and you’ll receive a refund. It’s important that you report suspected fraud immediately so that your bank can block your card and secure your account.
: Your consumer rights are not affected by a chargeback claim or Section 75 dispute.
: If you have lost money due to fraudulent activity on your Visa card, you are protected by Visa’s Zero Liability Policy and you’ll receive a refund. It’s important that you report suspected fraud immediately so that your bank can block your card and secure your account.

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Purchase disputes – know when you can make a chargeback claim

What is a purchase dispute?

Could you get your money back?

Contact your card provider to make a claim

How long will it take?

Contact your card provider to make a claim

How long will it take?

What if my claim is refused?

If you paid using a Visa debit or pre-paid card

Contact your bank to make a claim

How long will it take?

What if my claim is refused?

If you paid using a digital wallet

If you paid with your digital wallet’s credit balance

What to do if someone has used your card

Understand how you’re protected

Purchase dispute advice: answers to your frequently asked questions

Articles, tips and advice

Five easy steps to start shopping online

Fraudsters are getting smarter: stay vigilant and protect your information

Protected when you pay by card

7 tips to help you shop safely online

How you pay matters: Secure and protected with Visa